Customer Support Coordinator

Our purpose is to transform the future of food; this guides our vision of being the global leader in food and beverage technology, by harnessing the full power of JBT Marel to partner with our customers and pioneer sustainable innovation.
 
Our values show who we are at our best. As we Create with Collaboration, Serve with Integrity, Grow with Excellence, and Advance with Innovation.
 
The Opportunity
The Customer Support Coordinator is responsible for building strong customer relationships and driving aftermarket sales growth within assigned regions. This role works closely with customers, service technicians, parts sales, order fulfillment, and marketing teams to identify opportunities, promote equipment and technology solutions, and support customer success. The position corresponds with the customer to enter the quote and order, follows up on quotes, and helps ensure accurate and timely order fulfillment. 
 
Key Responsibilities

• Cultivate strong customer relationships and partnerships that reinforce the Wenger brand and customer experience.

• Serve as a primary point of contact for customers, responding to inquiries, providing updates, and resolving issues in a timely and professional manner.

• Identify correct replacement and spare parts based on customer requests, working with Engineering and other departments as needed.

• Prepare and process customer quotations and orders, ensuring accuracy and timely execution.

• Follow up on quotations, answer customer questions, and coordinate with Parts Sales to support customer needs and drive sales opportunities.

• Use company systems and collaborate with Production to provide lead times and delivery information to customers.

• Proactively promote recommended spare parts, upgrades, services, and new technologies, including hardware, software, and ancillary equipment.

• Analyze customer accounts to identify aftermarket revenue opportunities and support business growth initiatives.

• Coordinate service contracts and follow up on service reports with customers and internal stakeholders.

• Collaborate with Service Technicians, Order Fulfillment, Sales, and Wenger agents to support customer installations, service needs, and aftermarket sales growth.

• Expedite open orders by coordinating with Production and communicating schedule changes or delays to customers.

• Maintain accurate customer records, including contacts, shipping profiles, transactions, and customer interactions within CRM and business systems.

• Work with Accounting to support customer account management and adherence to established credit policies.

• Issue approved Return Material Authorizations (RMAs) and coordinate product returns as needed.

• Communicate and document customer concerns, complaints, and service issues, escalating complex matters when appropriate.

• Collaborate with the Marketing Department to support aftermarket sales initiatives and customer outreach campaigns.

• Participate in proactive customer outreach activities to maintain relationships, promote products and services, and identify additional sales opportunities.

Qualifications

• Advanced computer skills including MS Outlook, ProE, Visual, SharePoint and CRM.

• Solid problem solving skills and attention to detail.

• Ability to work in a team environment.

• Ability to understand and effectively communicate in the English language.

• High School diploma

 
Why work at JBT ...
We are committed to our employees and provide development opportunities to allow you to be the best version of yourself as our colleague, with our customers and within communities.
 
We seek to understand and include diverse perspectives and cultures enjoying collaborative working across our global teams to deliver world-class projects.
 
We foster growth as we courage you to challenge yourself and others, staying curious and dreaming big as you feed your growth here at JBT Marel.
 
Benefits: JBT Marel offers benefits on day 1 of your employment. Including: Medical, Dental, life insurance, short-term and long-term disability, family leave, vision coverage, and a matched 401(k) plan.
 
Commitment to Diversity: Diversity, Equity, Inclusion, and Belonging is a fundamental value to JBT Marel and critical to our future success. A thoughtful, focused, and sustained effort to work towards our DEIB goals is not just a principled choice, but also a business imperative.
 
Equal Opportunity Employment:
JBT Marel provides equal employment opportunity to all employees and qualified applicants for employment. We will not tolerate any form of discrimination against any employee or applicant for employment because of race, color, religion, national origin, sex, sexual orientation, gender identity, age, disability, veteran status, citizenship, or any other characteristic protected by applicable federal, state, or local laws. At JBT Marel, we apply this policy to all our employment practices, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, benefits, and training. We make hiring decisions based solely on qualifications, merit and business needs at the time. JBT Marel will reasonably accommodate applicants who need adjustments to participate in the application or interview process. If you require assistance or accommodation during the application process, please contact JBT Marel at 844-286-4524.